First impressions do really count. Discover what great customer service looks like in order to make this a positive impression every time. The program covers both external and internal customers and will also offer practical steps on how to handle difficult customers.

Overview

Maximise your relationships and bring customers back to your organisation through positive service provided by your frontline staff. This program is designed to develop skills in satisfying customer needs and dealing with difficult customers. Greatly improved organisational image and personal effectiveness will result from this excellent customer care program.

Who Will Benefit

Anyone working at the frontline of customer service. This will include retail staff, receptionists, service desk staff, counter staff in Government Departments and anyone else dealing directly with external and/or internal customers.

Program Content

  • How customers view service
  • Identifying customer needs through effective communication
  • Handling difficult customers
  • Dealing with conflict
  • Coping with stress
  • Recognising and satisfying internal customer needs.

Learning Outcomes

Participants should be able to:

  • Create a good first impression
  • Listen actively
  • Display empathy to a customer
  • Develop assertive responses when dealing with difficult customers
  • Identify internal customers and their needs.
Program Number
237
Duration
1 Day
Time
Dates
    Location
    AIM WA Floreat

    * Minimum numbers are required for program to proceed

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